Rajesh Kalyani Email and Phone Number

Real-time monitoring of work force dashboards to ensure adequate staffing and initiating correctiveaction when actual or anticipated events occur. Adjusts phone skill level of client workgroups to ensure balanced allocation of staff resources. Creates and plans the staff schedule to ensure all client workgroups meet minimal staffingthresholds. Creates and plan time/day slots when staff trainings may occur. Ensures key performance Indicator (KPI) metrics of the MICC are met by monitoring and makingadjustments as needed. Plans, coordinates, and manages the MICC staff work schedules. Processes time-off requests.Coordinates staff coverages. Coordinates all reporting related to Workforce activities. Coordinates scheduling of MICC staff training. All other administrative duties as assigned

 Working as a process Specialist. Experience in managing e-chat and voice processes. Training the new employees in the process and Team mentoring and Team Handling. Develop skills in Quality and Productivity. Doing internal audit for the process development and for improving Quality as a team. Doing internal audit for the process development and for improving Quality as a team. Managing client CSAT, Customer complaints.